We updated our SDM from 12.9 to 17.1. When list of tickets is exported, the timestamp "Open Date" is off by an hour:
Notice that the time is 1 hour off. This issue does not show up in the test system. I also checked the time zone for the server:
Where else can I check or look to fix the issue?
Did you also apply Rollup Patch #1 (RU1) as part of upgrading to CA SDM 17.1?
Does your contact record have a different timezone specified under its contact details?
No. I didn't know there was a Rollup Patch#1 (RU1). Where can I find out more information on that?
My contact record is also the same timezone
I think the fact that the test system doesn't have this issue is a head scratcher.
You can download CA SDM 17.1 Rollup Patch #1 from CA Service Management Solutions & Patches - CA Technologies
Documentation on installing RU1 can be located at CA Service Management 220.127.116.11 Release Notes - CA Service Management - 17.1 - CA Technologies Documentation
Thanks Paul! looks promising. We'll look into the documentation and discuss it internally.
Marc, this seems to be a USRD3381 "EXTRA HOUR IS ADDED IN EXPORT WITH DST IN TIMEZONE" and it is said that the fix is in 17.1. What is the time stamp on your pdm_exporter.exe? Thanks _Chi
Here's the time stamp for pdm_exporter
Do you have any additional questions on this topic/thread?
According to the documentation, the rollup patch requires 17.1. We're currently at 17.0 (probably by mistake since our test is 17.1). I don't see any instructions on installing 17.1. Do you know where I can find that?
Also, installation instructions for 18.104.22.168 does not explicitly say to shutdown the application. Can I safely assume that "rollup" means I can install 22.214.171.124 without application shutdown?
The info on installing 17.1 is located here:
Installing CA Service Management - CA Service Management - 17.1 - CA Technologies Documentation
I would recommend to stop services prior to applying 17.1 or 17.1.01 as binary and other system files are being replaced.
If you are running SDM 17.0, you will need to upgrade to CA SDM 17.1 first by following the instructions at
Upgrading to CA Service Desk Manager 17.1 - CA Service Management - 17.1 - CA Technologies Documentation
Once at SDM 17.1, you can apply the RU1 patch. The RU1 patch will stop the SDM services as part of the install process.
Do you have any further questions in regards to the upgrade of 17.0 to 17.1 or installing the 17.1 RU1 patch?
How long does it take to upgrade from 17.0 to 17.1? Also, how long to implement 17.1 RU1 patch?
The upgrade to 17.0->17.1 is similar to other SDM upgrades, however it is not as "complex".
In terms of time for the upgrade, there are many variables that come into play - # of servers, hardware resources, size of MDB etc.
The RU1 patch will not take as long but again is dependent on the # of servers and hardware resources available on each server.
If you have recently upgraded SDM or applied a cumulative patches, you can use the time and effort required as a baseline for the 17.1 upgrade and applying the RU1 patch.